FAQ
Where is your company based?
We are based in Leeds, UK.
Do you have a retail store?
Yes, we have a retail store in Leeds.
Here's a map of our location;
Can I contact you over the phone?
Our UK number is (0113) 2445270
What email address should I use to contact you?
What is your postal address?
The Allotment
Unit 16
Central Arcade
Leeds
LS1 6DX
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Delivery
How long does delivery take?
Orders placed before 2pm Monday to Friday will be despatched the same day via Royal Mail, we aim to deliver the next working day but this could take up to 3 working days. Orders placed after 2pm will be processed the following working day. For deliveries to Europe please allow 3 to 5 working days, for delivery to the rest of the World please allow 5 to 10 working days. There may be unforseen circumstances to delay delivery for which we will not be held responsible.
How much is delivery?
Delivery on UK orders is set at a competitive flat rate of £5, for orders over £100 delivery is free.
Artwork: There is a £2 surcharge for every 1-2 prints ordered for the professional protective packaging used in packing your order.
Delivery for Europe + Russia is £10, for orders over £250 delivery is free.
World Wide delivery is £15 but free again for orders over £250
Can I track my item?
If you would like the tracking details for any order please email us or call us and we will be happy to help.
What courier do you use for deliveries?
We use Fed Ex and Royal Mail to send all our orders.
Can someone else sign for my delivery?
Royal Mail and Fed Ex require somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.
Can I change the delivery address?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed.
Do you deliver to my country?
We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.
What if I'm not home when it's delivered?
If Royal Mail or FedEx are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail or FedEx depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.
What if my package arrives damaged?
If for any circumstance your package arrives damaged and you sign for it, then in signing for it you accept responsibility for this and we cannot be held responsible. If the package arrives damaged please contact us ASAP info@highabovethestreet.com
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Payments
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept - Mastercard, VISA, American Express, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online.
Can I use a different payment method?
Yes, we accept PayPal.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
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Products
Do you have more sizes available?
With products selling quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email and we will be happy to help.
Will you be getting more?
Due to the limited nature of some of the products we stock we can often sell out very quickly. We do sometimes re-stock certain items, if you would like to ask about a product, size or colour that is not shown, please email our web team and they will be happy to help.
Can I get more information on a Product?
If you require any additional information on any of the products on our website please email us and we will try to provide you with all the information you require.
The item I bought is now in sale, can I get the difference refunded?
Unfortunately it is very difficult for us to know if and when something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the difference.
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Your Order
I'm new, how do I order?
Here at The Allotment we go to great lengths to ensure your shopping experience is as easy and secure as possible. You can simply browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
How do I check if an item is in stock?
With some of our more popular items, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email.
How do I know if my order was successful?
If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.
Can I change/cancel my order?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section, or in our dedicated Returns Section.
Where is my order?
If an order has not arrived when you were expecting it then please contact us and we will look further into the matter.
You haven't replied to my query?
We try to respond to any queries as quickly as possible; however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.
My order contains a faulty item.
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.
You have sent me the wrong item.
If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.
Part of my order is missing?
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help.
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Returns
How do I return an item?
For information on returning an item please click here (See returns policy link)
What is your returns policy?
Our returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 10 working days of when we sent the item, providing they are in original re-saleable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please enclose the completed Returns form with your goods, and make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please check all goods for any faults before removing the labels from the item.
How long does it take to process returns?
We aim to process any returns within 3 working days of receiving them.
How long will it be before I get an exchange?
After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 working days from us receiving the item.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.
Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Why have you not refunded the delivery charge?
Unfortunately we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are MINUS this amount.
I have been refunded less than I was expecting?
In some cases we reserve the right to apply a restocking and handling fee, to cover bank charges and admin costs. Please refer to our Terms and Conditions for full details.
